Client Rights and Responsibilities

Client Rights

Clients have the right to:

  • Be treated with dignity and respect;
  • Not be discriminated against on the grounds of ethnicity, language, culture, religion, sexual orientation, gender, gender identity, age, disability, economic status or any other ground listed in the Ontario Human Rights Code;
  • A safe and secure service environment;
  • Have care or services delivered with clear communication;
  • Receive care or services in a timely manner;
  • Privacy and confidentiality;
  • Refuse or discontinue service or treatment;
  • Access their file information; and
  • A fair and reasonable complaints process.

Client Responsibilities

Clients are responsible for:

  • Treating staff and others who use the Centre with respect;
  • Providing accurate and complete information as required for providing comprehensive care;
  • Cancelling appointments with at least 24 hours’ notice;
  • Arriving on time for appointments;
  • Having respect for the safety of all staff, clients and visitors of VCS Centre;
  • Respecting all property of the Centre;
  • Refraining from using scented products (e.g., perfumes, aftershave lotions, hair sprays, skin creams) that can often affect the health of others; and
  • Refraining from using any illicit drugs or alcohol on the premises or visiting the Centre while incapacitated as a result of misuse of these substances;
  • Participating in their own file’s progress.